The 5 Principles Of Customer-Centricity

The 5 Principles Of Customer-Centricity

The purpose of the 5 Principles of Customer-Centricity is to provide companies with a better understanding of the key processes underlying the implementation of a customer-centric Maturity model, as well as to engage senior management and the workforce in avoiding delays, mistakes and misunderstandings along the customer-oriented transformation path.

If you are using customer-centric management approach for the first time, the 5 Principles are a good starting point that may help you realize the real implications of such a journey. The 5 Principles can also serve as guiding propositions to help you decide whether to move forward in the implementation of a customer-centric management initiative, well before committing any resource or budget to the process.

The 5 Principles constitute a set of recommendations that any company can follow to improve the experience and performance of those working on the implementation of a customer-centric management strategy and to make managers’ and executives’ actions more efficient and better aligned with the organization’s goals.

Last but not least, the 5 Principles summarize best practices among successful customer-centered companies and how they share a common focus on the customer across the whole organization.

Finally… the 5 Principles

The 5 Principles of Customer-Centricity are:

  1. The customer is the most important asset of the company
  2. The company makes every effort possible to build long-term relationships with the customer
  3. Gathering, analysing and disseminating customer knowledge is critical for profitability
  4. People’s attitude and motivation to innovate set the mood for customer continuous satisfaction
  5. Leadership and an entrepreneurial mindset generate continuous customer-centered business opportunities

You can download the 5 Principles of Customer-Centricity sheet here.

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